Customer Experience Manager - Continuous Improvement

About FWD Group

FWD Group is a pan-Asian life and health insurance business that serves approximately 30 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and digitally enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance.

For more information, please visit www.fwd.com

About FWD Life Philippines

FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively.

For more information, please visit fwd.com.ph.

1 www.insurance.gov.ph > Statistics > Life > 2022 > Based on Paid-Up Capital

2 www.insurance.gov.ph > Statistics > Life > 2022 > Based on New Business Annual Premium Equivalent

The Customer Experience (CX) Manager will drive continuous improvement and operational excellence across all customer touchpoints by ensuring that insights gathered from customer feedback and operational data translate into impactful solutions. This role drives cross-functional alignment to embed customer experience into business operations, systems and culture ensuring measurable improvements in customer satisfaction, loyalty and operational efficiency.

Job roles:

• IMPLEMENTATION AND OPTIMIZATION OF CX INITIATIVES: Manage the end-to-end implementation of CX initiatives, ensuring that business rules, processes, and solutions are deployed effectively and ensuring they comply with internal guidelines, industry standards, and regulatory requirements. Continuously optimize these processes based on customer insights and operational feedback to ensure they meet customer needs and business objectives.
• COLLABORATION AND STAKEHOLDER MANAGEMENT: Collaborate within the CX team and with cross-functional teams to identify root causes of critical pain points and develop actionable solutions that balance customer needs with operational feasibility. Serve as the key point of contact for business units, providing regular updates on the progress of initiatives.
• TRACKING AND PERFORMANCE MANAGEMENT: Track the progress and performance of the initiatives using predefined metrics and ensure that solutions implemented are delivering measurable improvements in customer satisfaction and operational efficiency. Monitor and report on the success of these initiatives to relevant stakeholders.
• INSIGHT UTILIZATION FOR CONTINUOUS IMPROVEMENT: Leverage insights to prioritize and drive continuous improvement projects. Ensure that the solutions developed and deployed align with feedback and are optimized for long-term impact to customers and to the organization.
• CUSTOMER COMMUNICATION STRATEGY & CHANGE ENABLEMENT: Drives customer centric change across teams and revisits customer-facing communications (e.g, servicing messages, notifications, chatbot tone) to ensure clarity, empathy and alignment with CX goals.

Job Qualifications:

• College graduate in any field
• Preferably Lean Six Sigma Green or Black Belt Certified, or Project Management Professional but not a requirement
• Certifications in CX, Design Thinking
• Ongoing education or training
• Preferably LUMA and/or LOMA certified but not a requirement

Experience:

• At least 2 years in the insurance industry with exposure to underwriting, policy administration and claims management.
• Prior experience (3-5 years) in the field of customer service, customer experience, project management or business process improvement.
• Experience in handling multiple projects using research methodologies such as Customer Journey Mapping and Design Thinking/Human Centered Design.

Competencies:

• Connects customer experience goals with business priorities; sees the big picture while identifying practical steps to drive transformation and ROI.
• Deeply understands customer needs, emotions, and pain points; designs solutions that are human-centric, inclusive and grounded in actual customer behavior.
• Leads team through change by championing new processes, mindsets and behaviors; influences others despite resistance and builds buy-in across levels.
• Build strong relationships across business units (IT and Transformation, Distribution, Marketing, Legal and Compliance, Finance) to co-create and implement CX solutions; drives alignment even without direct authority.
• Prioritize initiatives that have clear customer and business value and executes with discipline and urgency and stay focused on achieving outcomes.
• Remains agile in shifting priorities and ambiguous situations; able to navigate evolving customer needs, organizational changes and innovation cycles.
• Serves as a cultural ambassador to customer centricity; actively promotes CX thinking in business planning, design reviews and operational decisions.
• Sort through data and recognizes the most important and relevant facts, evaluates and chooses options by assessing them against the decision criteria.